Archive for April 20th, 2007

Tesco IT Maturity

Friday, April 20th, 2007

I like reading CIO interviews and this one with Colin Cobain was particularly interesting.

Tesco has its knockers, for example see, but you have to admire its business model and its success.

It looks like IT has played a central role in this.

Two themes from the interview leapt out and punched me in the face.  (more…)

British Gas Migration Nightmare

Friday, April 20th, 2007

Lest anyone had forgotten how centrally important IT systems are to an enterprise then this story from the BBC website should serve as a good reminder.

Implementing a new mission critical system is never easy, especially if it involves a significant data migration.

I just hope that British Gas went for a Big Bang changeover.  If they did, then probably the mess will get mopped up quite quickly.  In fact the level of damage could have been worse for such a major exercise.

However, if this is the start of phased migration then there are many months of misery to come for the call centre people.


Offshoring Business Processes

Friday, April 20th, 2007

Last year Blue Prism sponsored some research into off-shoring business processes, front office processes – contact centres.

The shocking (not) conclusion was that Young People Don’t Trust Offshoring.

Blue Prism cartoon

It’s very clear that customers do not like off-shored services so why do it?